The airline passenger satisfaction survey is an in-depth feedback questionnaire that an airline sends to its passenger to collect feedback about the flying experience. This sample survey template helps collect data on a macro and micro level from all the passengers on each flight to monitor service quality and collect feedback about any deterioration of services. These survey questions can be tweaked to collect data about each aspect of a flight experience and manage services and training according to the customers expectations, wants and likes.

1. How many times have you flown in the past 12 months? (Count a return trip as two)

2.

What was the purpose of your most recent trip?

Business

Leisure

Both

Other

3. Please indicate the cabin class you usually fly when travelling for "Business purpose".

First Class

Business Class

Economy Class

4.

Please indicate the cabin class you usually fly when travelling on "Leisure".

First Class

Business Class

Economy Class

5. Which are your three most preferred airlines when making long haul flights (Flights more than 6 hours)? (Please insert one name per line)

Which are your three most preferred airlines when making short haul flights(Flights less than 6 hours)? (Please insert one name per line)

6.

Airline sales office

Company travel department

Airline desk at the airport

Travel agent

Airline website

Online travel agents (Example Opodo, Travelocity etc)

Others

For your most recent "Business travel" where did you purchase your ticket?

For your most recent "Leisure travel" where did you purchase your ticket?

7. Please state your agreement with the reason you pick an airline:

Strongly disagree

Disagree

Neutral

Agree

Strongly agree

The departure and arrival time was favorable

The connections were favorable

I have a frequent flier account with this airline

Airfare was better

I like the OTP of this airline

I like the service offered on this airline

I have lounge access when I fly this airline

I have a preference for the aircraft type

I have a friend or family working with the airline

8. Please rate how long you waited in line:

Didn’t use

0-10 mins

11-20 mins

20-30 mins

30 mins or more

At the ticket counter

To check-in

Baggage drop

Seat assignment

Getting from security hold to boarding gate

Boarding gate

Deplaning

Waiting for luggage at destination airport

9. Please state your satisfaction with the below:

Very dissatisfied

Not satisfied

Neutral

Satisfied

Very satisfied

The check-in staff was helpful and friendly

The airline ushers were helpful and friendly

Baggage handling

Self-check in counters

Courtesy of flight crew

Appearance of flight crew

Pilots communication with passengers

Quality of food and drinks

Food and drink options

Space for luggage

Cleanliness on the plane

Seat width and seat pitch

Noise level of aircraft

10.

Schedule

Punctuality

In-flight catering

In-flight internet

In-flight telephony

In-flight mobile telephony

In-flight entertainment

Frequent flyer programme

Ticket price

Airline image

What are the most influential factors that affect your choice of airlines for "Business travel"? Please rank the following factors between 1 and 5, 5 being most important and 1 being least important.

11.

Schedule

Punctuality

In-flight catering

In-flight internet

In-flight telephony

In-flight mobile telephony

In-flight entertainment

Frequent flyer programme

Ticket price

Airline image

What are the most influential factors that affect your choice of airlines for "Leisure travel"? Please rank the following factors between 1 and 5, 5 being most important and 1 being least important.

12.

Considering all other factors as equal, which in-flight communication facility is more important to you; in-flight mobile telephony or broadband internet access?

Broadband internet access

In-flight mobile telephony

Both

Neither

13.

Fax

E-mail

In-flight telephony

In-flight Internet

None

Have you ever used any of the following in-flight communication facilities on "Long haul" flights?(Select all that are applicable)

Have you ever used any of the following in-flight communication facilities on "Short haul" flights?(Select all that are applicable)

14.

Ease of operation

Value for money

Payment options

Voice quality

If you have used in-flight telephony, how would you rate your experience? (Please score between 5 for very good and 1 for very poor)

Long haul

Short haul

What is the price in US$,you are willing to pay per minute for in-flight telephone services?

16.

Business calls

Personnel calls

Business messaging

Personnel messaging

Checking email’s

Document reader

Gaming

Music player

Internet

Can you please rate your main objectives of using a cell phone in general? (Please rank between 5 for most important and 1 for least important)

17.

Yes

No

Do you favour, airlines allowing passengers to make cell phone calls during long "Long haul" flights?

Do you favour, airlines allowing passengers to make cell phone calls during "Short haul" flights?

18.

If you answered ‘No’ for question 14, then what are your main concerns, not favouring in-flight mobile telephony? (Select all that apply)

Safety concern

Elevated noise inside the cabin Sleep disturbance

Personnel Privacy issues

Other

19.

Yes

No

Don't know

If airlines allow in-flight cell phone usage, would you like to use this service during "Long haul" flights?

If airlines allow in-flight cell phone usage, would you like to use this service during "Short haul" flights?

20.

Business calls

Personnel calls

Business messaging

Personnel messaging

Checking email’s

Live television

Internet

If in-flight mobile telephony is available to you, can you rate your primary purpose of using this service?(Please score between 5 for most important and 1 for least important)

21.

$1.0

$1.5

$1.75

$2.0

$2.25

$2.5

$2.75

$3.0

Considering a "Long haul" flight how much would you be willing to pay per minute for making outgoing voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will be incur roaming charges)

Considering a "Short haul" flight how much would you be willing to pay per minute for making outgoing voice calls through in-flight mobile service? ((All voice calls to and from the aircraft will be incur roaming charges)

22.

$0

$0.5

$1.0

$1.5

$2.0

$2.5

$2.75

$3.0

Considering a "Long haul" flight how much would you be willing to pay per minute for receiving voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will include roaming charges)

Considering a "Short haul" flight how much would you be willing to pay per minute for receiving voice calls through in-flight mobile service ? (All voice calls to and from the aircraft will include roaming charges)

23.

$0.3

$0.4

$0.5

$0.6

$0.7

$0.8

$1.0

Considering a "Long haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)

Considering a "Short haul" flight how much would you be willing to pay for sending SMS through in-flight mobile service?(Per SMS)

24.

$0

$0.3

$0.4

$0.5

$0.6

$0.7

$0.8

$1.0

Considering a "Long haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)

Considering a "Short haul" flight how much would you be willing to pay for receiving SMS through in-flight mobile service?(Per SMS)

25.

$0.5

$1.0

$1.5

Considering a "Long haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)

Considering a "Short haul" flight how much would you be willing to pay for sending/receiving email through in-flight mobile service?(Per Email)

26.

What is your opinion about airlines blocking all incoming calls and allow you only to make outgoing calls?

I favour it

Do not favour

Don’t know

27.

Ease of connection

Speed

Value for money

Reliability

If you have experienced recently introduced in-flight internet facility can you please rate your experience? (Please rate between 5 for excellent and 1 for poor)

28.

If you haven’t experienced recently introduced in-flight internet facility what is the reason behind it?

Non availability of service

Lack of laptop

High cost

Not interested

Other

29.

What was your main objective of using in-flight internet facility? (Please select all that apply)

Business Emails

Personnel Emails

Chatting

Browsing

Connecting to company’s VPN

Gaming

Other

30.

Yes

No

Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Business purpose"?

Do you use VOIP (voice over IP) software’s like Skype or Yahoo messenger frequently for "Personnel purpose"?

31.

Considering the availability of both in-flight internet service with VOIP solution and in-flight mobile telephony, which communication channel will you prefer?

In-flight internet with VOIP

Mobile telephone

Both

32. If you make in-flight mobile calls how do you like to pay for the service?